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Support

General

Our apologies for any delays or lack of response to any support questions.

Our support team respond as quick as possible to any issues and we try to to keep acceptable response times. Support
response times may vary during peak tax seasons, such as March-April and September-October.

If you have not had a response after a few days, please resubmit your question or email our support team directly at
.

Unfortunately, we do not provide tax or financial advice and can only answer questions on how to use our service.
Please speak to your own tax professional for advice on how you should treat digital currencies.

Trading

Please be very careful when using Excel, as it automatically changes the date formats in any CSV file
that you open. Excel will switch date formats, remove any seconds, and remove timezone information.
This can have considerable impact on your import from causing it to fail to being completely wrong.

If you browser automatically opens Excel for any download CSV files - DO NOT SAVE IT. This will cause the above problems.

Please make sure you only upload the original and unmodified files you received from the exchange and not ones that
have been saved in Excel.

There is a drop-down at the top of the page to select the tax year you are working on.

Check you have chosen the right tax year, for example, if you are trying to add
your data for 2017, then choose "2017" before you do your import. We filter imports for trades by tax
years so only include those for that selected year.

This does mean you have to import for each tax year, however, you can then be sure that importing into one year will
not affect past years.

For some exchanges we have to queue up the imports for API calls. This is because they restrict the number
of calls we can make over a given time.

If you see this message your import is queued and should eventually complete.

Unfortunately, some exchanges also have inefficient APIs for receiving trade data, which requires
us to make multiple calls to collect all the possible trade information.

For instance, Binance requires a call for each possible trading pair and so an import can take 10 minutes.
Binance imports are also very popular so are taking hours with heavy queues.

We have recently added a CSV import for Binance that can be used instead of the slower API download.

Kraken have issues and often return timeout errors to us, but we retry again until it succeeds. However,
this along with their API limitations of only returning 50 trades each time and then only allowing this
once every 6 seconds, slows down data retrieval considerably.

The form to add a FEE in the Trading page is a special case where you can deduct the cost of transferring
assets to the exchange for trading. Much like you can deduct wire-fees off your trades when you buy stocks.
Please check with your own tax professional that this is allowed in your tax jurisdiction.

If you sent coins to an exchange to trade, then you can add the network fee associated with the transfer
into the Fee form in the Trading tab. We will then deduct those coins when calculating the proceeds of the trade.
However, this only applies to the next "sell" of that coin, and therefore should not be used if there is no selling or disposing.

If you are just trying to add the network fee for transferring coins out of an exchange or between wallets
you should instead include it in the Spending tab.

Most exchanges are now using the same ticker symbol BCH for Bitcoin Cash. We also use BCH as our pricing
ticker. However, some exchanges are using BCC, but this is the same ticker as an existing
digital currency called Bitcoin Connect.

If you have only traded with Bitcoin Cash, you should replace your trades of BCC with BCH. To do this you
can go into your Account tab on the right, to the Alternate Symbols sections, enter in "BCH" then next to it
enter "BCC" as an alternate name. Make sure you click the Update button at the bottom.

Go back to Calculate and press the Recalculate button. We will now treat all BCC as BCH and also
report BCH in your closing balances.

If you have traded both BCH and BCC, you may need to manually alter the import source to ensure the tickers are
consistent.

Income, Spending and Transfers

Transfers are not tax events and therefore are ignored. Much like you don't report transfers of dollars
between your own bank accounts. We treat all your coin holdings as one and therefore don't need to know
where they are stored.

However, you may still want to include any network fees for transfers. Please see the next question.

We do not automatically include network fees as there is no reliable information to collect.

Network fees must be added into the Spending tab manually or by importing using your own CSV. The
CSV format is displayed under the CSV importer on the right side of the Spending tab.

Enter the date (and time) of the transfer, the type of coin and just the network fee amount.
Since you are essentially paying for a service, we will lookup any fiat (e.g. USD) amount, and also
include the fee in our calculations. This will correct your balances although any capital gains are
likely negligible since it would round to zero.

Imports from Coinbase include spending to a Coinbase merchant as well as to an external party. It
is impossible to know if this was a transfer or spending without more information. We use the destination
address and match it to the known addresses in your account. But if it's not there, then we will also mark
it as spending.

Fortunately, all you have to do is click the "type" arrow for the line and change it to "Transfer", or
tick multiple lines and click the top "Selected to..." button to change them to "Transfer".

Importing addresses to pick out mining income can take a little while, so please give it a few hours.
If it still hasn't processed, you can go to the Addresses tab and hover over the line and click the refresh icon,
which will re-queue the address. Please don't do this multiple times as you will just keep removing the item from its
position in the queue and adding it back at the end, which will just slow it down.

Forks of existing coins are added into the Income tab. Add an entry for the number of coins that you
received and the the date of the fork (or date you had control). You can either keep the price and total
fields blank, in which case we'll enter the fair market value on that date, or you can enter "0" (zero)
into the total field to set a zero cost basis

Opinions are that forks should be considered income and therefore would be added with a fair
market value since there is an accession to wealth of a value. Please speak with your own tax professional
for correct advice on what fiat value you should enter, although zero or not, you should still enter them into
the Income tab else you will get "unmatched trades" errors.

As we calculate your trading, we build up a running total of your assets, each with its own cost basis.
Each time one is disposed (sold or traded away) they are removed from that balance. If the balance goes negative,
where you are effectively selling something you don't own, you will see the "more sales than purchases" or
"unmatched trades" error.

At this point your data is not accurate since we have not been able to calculate from all the original values.
The message is to let you know that the data needs to be corrected and the resultant gains and balances are likely
wrong since we have had to make assumptions about the missing coins.

This can happen if:

You have not included all your trading activity, so we are only working on a subset of your data

You have not included all your digital currency income for the year

Your opening balance (the Opening tab) is incorrect or you have not included any coins you owned before
the start of the year

You have done margin trading

Please make sure you have included all your trading, sources of income, and other activity for the year.

Also check your Opening tab. If you have added data into prior years, this should just be a copy
from the "Closing" balance from the previous year's Report tab. If it is blank, select the previous year and
visit the Report tab, which will cause it to calculate any missing values.

Otherwise, you must enter any coins you owned before the start of the tax year into the Opening tab. Add the
number of coins, the date you received them and what they cost.

Margin trading is not completely supported and could cause incorrect values. You can either remove any
margin trades from your imported data and just add the net gain/loss, or adjust your margin trades to change
the date of open positions to be the same as when they were closed, so that gains and balances
are calculated correctly.

Accounts and Payments

Payments by card should be immediate and you should see "Premium" next to the tax years at the top of the page.
Please refresh your page (pressing F5 or Cmd-R) first and also try logging out and back in again. Contact
us if it still hasn't appeared.

Payments by Bitcoin (BTC), Ethereum (ETH), Litecoin (LTC) and Bitcoin Cash (BCH) should be processed quickly although might still wait for at least 1 confirmation.
Please make sure you send the correct amount, especially checking if your wallet or exchange deducts withdrawal fees. Your payment will not be processed until it is fully paid.
If you cannot send the remainder you can make another full payment and then contact us and we will return the first payment.

Payments by other crypto are processed by ShapeShift and can take longer. If the payment expired
or was for the incorrect amount, it will just be automatically returned to you.

Please contact us if you payment has not processed. We will look into it and either upgrade your account or issue a refund.

If you paid with crypto then we can check we have received your payment. Please contact us with the txid,
amount and the destination address.

Payments by BTC, ETH, LTC and BCH are processed by Coinbase. If it was an incorrect amount or late, please contact us
and we will either apply it to your account or refund the amount.

All other alt-coins are processed by ShapeShift.
If ShapeShift receives the wrong payment amount they will just automatically return the
payment to your refund address less any applicable network fees. We cannot change this so please make sure
you send the correct amount.

Similarly, if the payment window expires before your payment was sent ShapeShift will return it to your
refund address.

ShapeShift can take up to 24 hrs to return a payment so please check if your refund address has received
any payments. If you still haven't received anything after 24hrs, contact us with the digital currency
payment amount, and address you sent the payment to. We will check on the payment status.

The numeric code is not being passed over to our server because of some old code still in the website, which
is being remember by your browser. Please either hard refresh your browser page (Ctrl-F5 or Cmd-R),
or clear your browser's cache.

Contact Us

If you still need some help please contact our support team and we will do our best to answer your questions.
We will try and get back to you within 2 business days but please be aware it can be longer during peak times.

Please provide as much information as you can. Include the email address of the account if you are
sending from a different address, as well as any references to specific trades or include files if you are having
trouble importing data.

DISCLAIMER

This website is provided for informational purposes only. The website does not constitute financial, tax or legal advice,
and is not intended to be used by anyone for the purpose of financial advice, legal advice, tax avoidance, promoting, marketing or recommending to any other party any matter addressed
herein. For financial or legal advice please consult your own professional.

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